Context
The Financial Ombudsman Service has published its latest quarterly data for Q2 2020/21. The data shows the number of complaints received between 1st July and 30th September 2020.
Key points to note
- The data shows that FOS received 119,214 enquiries and almost 69,000 complaints in the period, with over 5,900 complaints in relation to Covid-19.
- 32% of complaints received in the period were upheld.
- The full data set and trend analysis is available here: https://www.financial-ombudsman.org.uk/data-insight/quarterly-complaints-data
- FOS has also published the latest quarterly data in relation to claims management companies (CMCs) which can be found here: https://cmc.financial-ombudsman.org.uk/data-insight/cmc-quarterly-data
Next actions
Firms should use the information provided by FOS as part of their regular review of process and procedures.